Programme Manager Contact Centre Transformation

Job Description

What the role is all about…

This role sits within the Strategy and Transformation team at Three and reports to the Senior Programme Manager Contact Centre Transformation.

The role will play a key part in driving our business forward, placing the customer at the heart of decision making. By understanding what really matters most to customers, people, and our business, you will be expected to drive a programme of improvements to deliver technical changes.

The role will work closely with stakeholders from across the business, including Portfolio and Change, Go to Market, Contact Centre Change Managers, Partner Managers, and Contact Centre teams. The role is responsible for:

• Being the front door for any technical change into our contact centres.
• Gatekeeper to lead and manage technical improvements
• Responsible for the definition and roadmap of technical delivery improvements
• Management of CAPEX budget to deliver technical improvements
• Responsible for governance integrity and senior stakeholder management of issues, risks and progress updates

What you’ll be doing…

Responsible for the definition and roadmap of technical and small works delivery improvements and management of CAPEX budget to deliver these improvements.

Responsibility for ensuring all technical initiatives are fully impact assessed, business benefit identified, validated and prioritisation of pipeline based on benefits.

Gatekeeper to lead and manage technical and small works submissions, ensuring sign offs and representing Contact Centre for deliveries.

Define and lead on new ways of working for Contact Centre. Accountable for ensuring business readiness, effective communication and progress updates for Amdocs Roadmap and ahead of any technical delivery deployment.

Assures technical initiatives are being delivered effectively via our Governance Process with aligned plans structured to reduce risk, effective budget outcomes and highlighting any opportunities.

Responsible for governance integrity and senior stakeholder management of issues, risks and progress updates.

Work collaboratively with all delivery partners (internal/external) to understand the project demand and secure resources.

Support, manage and/or govern technical changes through designing, documenting and improving processes to ensure business readiness (including shrinkage/impact assessments/comms and post go live reviews)

CAPEX Budget approvals, forecast, tracking through to Benefit tracking and realisation.

Facilitate testing ensuring business acceptance.

Deputise and support for line manager and team to ensure Sapphire Programme Governance and Change Review Board Supported

Qualifications

What you'll ideally bring...

Requiring experience in programme/project management delivery frameworks and a track record of continuous improvement ideally within a Contact Centre environment

Previous experience in large complex programme/project delivery where business outcomes met.

Demonstration of strong strategic thinking skills and ability to analyse complex issues, be bold in decision making and to design and implement practical solutions to address them.

Evidence of stakeholder management and communication skills with an ability to influence and articulate business/technical outcomes using simple, clear language

Evidence of strong leadership and people skills, with experience of managing diverse teams and an ability to motivate, inspire and guide others to deliver in an uncertain and fast-paced environment.

What you'll receive in return…

A Competitive annual salary, car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary

Hybrid working between your home (2-3 days a week) and our Reading HQ office at Green Park (2-3 days a week) or Glasgow (2-3 days a week)

28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service

Private Medical Insurance, Life Assurance and Income Protection

Free mobile phone package & unlimited sim-card

On-site car parking (including electric!) - Reading only

.... Plus lots more including wellbeing and learning & development benefits!